Read this case study about the use of quality tools in improving satisfaction with the government. Examine and discuss the relationship among the contextual variables (leadership, teamwork), enabler variables (quality tools knowledge, quality tools application), and outcome variables (process improvement, employee satisfaction, customer satisfaction).
NOTE: You will need to register (for free) to be able to view the case study. Please do not click on the link. (It will take you to an incorrect page.) Instead, copy and paste the link in a browser. Then you can use your ASQ username and password to access the article.
Watch the "Six Sigma Video Overview" located in the Module Six Resource folder. Identify a process (such as design, manufacturing, accounting, customer service, etc.) at your firm, and explain the variation in that process due to common causes of variation and the variation due to special causes of variation.